[8weekly]

I just wondered how you deal with complaints about work quality. Especially  if they are quite frequent.

[steve rix]

What have you heard?

[MNWC]

Send them back to rectify and or retrain...

[8weekly]

What have you heard?

I just wondered.

[8weekly]

Send them back to rectify and or retrain...

I guess that's my point really. What if it's an ongoing issue.

[slap bash]

If its a franchisee you should go out with him and spend some time finding out the problems and sorting them out as they are damaging your good will. And a default on quality clause with a I fine for persistent problems.

[sunshine windows]

I spent 2 months working with my first franchisee to ensure he was up to scratch and familiar with the 2 monthly customers, before letting him loose on his own. Not had one complaint in 4 months and all bar one of his checkatrade cards have come back 10/10 the other scoring 9.5.

Like has been said, if it's a persistent problem, he's not competent and needs retraining or has very little pride in his work which would potentially lead to him losing the work to someone else (another franchisee or me).  If it was a major problem I'd seriously consider taking action to terminate the agreement, as he'd eventually ruin the reputation I've worked hard to build.